Senior Retail Enablement Specialist

Overview
POSITION SUMMARY:
The Senior Retail Enablement Specialist is a key role focused on developing and supporting the success of our sales and service professionals. They will work closely with individuals and teams to ensure consistency in day-to-day operations, improve performance, enhance skills, and maximize sales/service potential while ensuring compliance with banking regulations, internal policies and guidelines. The Senior Retail Enablement Specialist partners with teams across the credit union to deliver impactful coaching, training, and ongoing support, fostering continuous improvement. Directly responsible for development and maintenance of Retail policies, procedures, best practices, and guidelines. Provides coaching and day-to-day support for Retail professionals in delivery of their duties as well as participates in projects led by and/or impacting our Retail teams. Strong organizational abilities, attention to detail, and communication skills are essential. A deep understanding of retail banking processes, problem-solving abilities, and leadership skills are required to engage effectively with team members and management at all levels. This serves as the central point of coordination between Retail teams and internal departments to ensure effective change management and smooth communication.
GREENSTATE CULTURE:
At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.
Salary range for this position is $90,593.36 - $105,914.12 with a progressive benefit package.
Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Performs essential duties and responsibilities in the following areas which may include but are not limited to those listed and are subject to change.
* Adheres to the Credit Union's core values and Service Standards in conducting GreenState's mission and vision.
* Demonstrates a positive member service (internal and external) focus at all times.
* Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
* Ensures confidentiality of member information.
* Supports a diverse and inclusive work environment.
* Coaching, Training & Development:
* Coordinate and/or conduct training programs across Retail Branch and MBT staff, in partnership with the OE team. Includes new hire and ongoing staff training.
* Design and deliver engaging training programs to enhance product knowledge, consultative sales skills, member service, and operational excellence.
* Partner with managers to align training and coaching strategies with retail goals and talent retention initiatives.
* Implement coaching and mentoring programs to enhance employee effectiveness.
* Implement member experience initiatives to enhance engagement and satisfaction.
* Coordinate with the Organizational Effectiveness (OE), Operations and other support teams to develop and maintain KB, training materials, and resources utilized by Retail.
* Facilitate workshops and role-play scenarios focused on member interactions including service items as well as sales/cross-sell to deepen member relationships, trust, and loyalty.
* Monitor the effectiveness of training programs, ensuring alignment with business goals and workforce needs.
* Proactively identify trends where specific one-off or team coaching or training is required.
* Partner with managers to develop customized coaching plans for underperforming staff to assist with improving performance and achieving goals.
* Establish best practices and ensure consistency across all branches.
* Work with internal teams to streamline policies, procedures, and technology adoption.
* Proactively monitors individual and branch level performance across various categories to identify top performers. Gathers and effectively documents and communicates best practices across all levels of Retail.
* Lead initiatives to gather and share member and employee success stories. Regularly and effectively communicates across the team to support purpose-driven delivery of products/services enabling our membership to improve their financial lives and achieve their goals.
* Operational Support, Compliance/QC & Coordination:
* Coordinates with Member Assistance Center (MAC) and Digital Transformation resources to drive process consistency.
* Provides exceptional service to credit union staff and members by furnishing necessary information, assistance and/or answering questions related to Retail processes and practices.
* Delivers guidance to Retail staff on day-to-day operational issues and challenges, addressing inquiries, and working towards resolution.
* May assist with oversight and staff guidance for new account/MIP/BSA, loans/papers out, error logs, and other first line of defense items.
* Process Improvement & Change Management:
* As a core member of Retail Enablement, will lead change management efforts for Retail teams inclusive of coordination of pacing changes, creation and maintenance of Retail roadmap, and effective communication and rollout.
* Effectively lead and/or participate in specific projects or process changes that impact Retail teams. Ensures proper Retail representation, testing, and change management.
* Coordinate with MX team to identify and address patterns/insights from Retail member feedback. Shares information appropriately and coordinates with Retail staff as well as operational and support teams to drive improvements.
* Partner with subject matter experts to continuously assess and improve products and services to meet the needs of our members and workforce.
* Consistently strive for enhancements that will mitigate errors, enhance efficiency and effectiveness for employees, and create a positive member experience.
* Responsible for effective prioritization and communication of changes across Retail. Includes utilization of Kainexus change management system, stakeholder relationship management, and adherence with GreenState change management practices.
* Regularly visits branches to assess needs and/or in performance of duties.
* Regular coordination with Retail Senior Leadership to communicate activities, seek feedback and/or input, and ensure alignment on priorities.
* Performs other special projects and duties as assigned.
Qualifications
* Bachelor's degree in business or related field or equivalent years' experience required.
* Requires 5 or more years of relevant Retail Banking sales and service experience to include 1-3 years in a people leadership role.
* Ability to travel as required for the role.
* Broad knowledge of all credit union products, services, and Retail banking compliance standards.
* Proven ability to manage multiple projects in a fast-paced, collaborative environment.
* Proven ability to directly impact and improve individual and team performance.
* Proven strategic mindset and strong problem-solving skills.
* Strong leadership and coaching skills with a focus on strategic training and best practice/process initiatives.
* Learner-centric mindset
* Excellent interpersonal as well as verbal and written communication skills, with the ability to work across all levels of the organization.
* Strong influencing and negotiation skills
* Ability to translate large volumes of complex information into effective documentation and delivery
* Self-motivated, detail-oriented, and capable of managing priorities efficiently.
* Commitment to fostering a diverse and inclusive work environment.